Summary The Operations Manager I is responsible for coaching and supervising a group of Team Leaders This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance We partner with ambitious progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations Role and Key Responsibilities Monitor and manage client Service Level Agreements SLAs proactively identify gaps and implement improvement plans Drive revenue growth by managing billable hours forecasting budgeting and identifying opportunities for upselling Lead coach and develop Team Leaders and their teams-ensuring high performance engagement and alignment with business goals Review and act on operational reports e g attendance client scorecards performance metrics to maintain service quality Build and nurture strong relationships with client stakeholders represent the business in client reviews and strategic discussions Provide clear direction and support to teams ensuring consistent application of company policies and performance standards Conduct regular one-on-one sessions with direct reports to review performance provide feedback and support career development Foster a positive and inclusive work workplace through active employee engagement and timely resolution of people-related issues Collaborate with cross-functional teams Training HR Quality WFM Talent Acquisition to drive continuous improvement Stay agile to evolving business needs-evaluate staffing requirements and make necessary adjustments in consultation with BD and client teams Take ownership of outcomes and maintain a proactive solution-oriented mindset Key Skills and knowledge Minimum 5 years of experience in the BPO industry with at least 2 years in a voice process 1 year of experience in an Operations Manager role preferably in telecom Strong customer service orientation with proven upselling and cross-selling capabilities Excellent communication skills-both verbal and written Demonstrated ability to lead coach and inspire teams to achieve goals Analytical mindset with problem-solving skills and a focus on process improvement Ability to manage multiple priorities in a fast-paced deadline-driven environment Comfortable working under pressure while maintaining professionalism Experience in performance management employee engagement and conflict resolution Willingness to work flexible hours based on business needs Associate s degree or higher in a relevant field preferred Educational Qualification Graduate Disclaimer - Neither Concentrix nor any authorized 3rd party who assist with our recruitment process ever ask candidates for recruitment processing or any other kind of fees in exchange for offer letters from Concentrix Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities